Couple Issues with SDP 6.0
Hello all, I really like the improvements that verions 6 brings, I have been waiting for some of them for a long long time. I did the upgrade last night and there is only one minor issues that I'm working with right now. The Alert(or Notify) Technician by Email when there is a new reply from the requester notification rule is no longer showing the replyed message when it sends it to the technicians email, you have to go into ServiceDesk in order to see the requesters reply. Please let me know if
Request template
Hi, have logged in as Technican created a request-template, but the template-dropdown is not visible logged in as requester. We are running v6000, mayby this is fixed in v6002???
E-mail open Request
Hi, The request 123. is being closed. By mistake an e-mail was sent to 123. but it should been sent to 132. request, and now the 123. request is open again. How can i remove the e-mail from 123. request?
Submit for Approval
I am receiving an error when I attempt to submit a request for Approval. I am running Build Number 6002 with the DST Updates on MySQL. HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: Mail sending failed. org.apache.jasper.runtime.PageContextImpl.doHandlePageException(PageContextImpl.java:825)
Issues with Templates
Has anyone yet started creating/editing new templates on Version 6? I have just created a new template which went OK. However, when I go back to try and edit it I get a Windows Internet Explorer error message window come up stating the following: Internet Explorer cannot open the Internet site http://sd6est:8080/RequestTemplae.do?mode=edit&id=3. Operation aborted. The only option at this point is to click OK. I am running IE7 as the SD client but our test system is runing on a virtual machine - don't
Vista
Servicedesk does not manage to scan all the software installed on Vista. It picks up the stuff you can get through WMI but not the stuff from the registry keys.
Regarding Deletion of Call Id
Hi All, I'm a Newbie to this tool, can anyone tell me how to figure out a call which didnt appear in the requests and got deleted without appearing under the requests column. Thanks and Regards, Surya
Skipping for Call Ids.
Hi All, I'm a Newbie to this tool and need your help in tracing the Calls: 1. That get skipped intermittenly without user intervention. 2. That are deleted by users (by oversight) Can anyone help me for getting a fix for it. Thanks and Regards, Sathyajit
Licence key
Hello All, After moving SD+ to a new machine I was unable to reinstall the licence key. The error was "please use the correct licence key" Any Ideas Roger System Administrator
Business rules problem checking subject
Hi there, I'm having a problem with business rules. I'd like to check the beginning of the subject, AND also the end. I can check that the subject "begins with" "whatever". But when I want to add "ends with" "something else", then the whole test is replaced and becomes "ends with" "whatever, something else". Could you solve this ? This is really blocking for me :(
Automatic Case Routing
Hi Everyone, I have set and tested to have all hardware issues assigned automatically to One of the technician. But when the request is coming from Email, what I do is edit the request and change the fields and categories to the one i set but seems not being defaulted to the techinician assigned. I have tested it worked when setting it from the button, Create New request but when trying to edit, it won't. Any advice? Thanks, Raffy Arnaez
Can't Find a Request ID
Guys here's the scenario: Request ID : 0001 comes in and then replied by one of the Support Guy (There's a variable $RequestID tagged on the reply) on the other shift, another Request ID: 0023 came in and was replied by another support guy (another RequestID tagged on the reply) On another day, one Support Guy saw both requests has the same issue so he merged it. Request IDs: 0001 and 0023 are now in one request (0001 as the parent Request) a Requester called up to followup on the Request ID: 0023
AD Import: some domains not showing
I'm attempting to import users from AD. I see three domains in my dropdown list, and testing on one of them is working fine (can import 1034 users no problems) The problem is I do not see the domain which the servicedesk machine is a member of, and this is the domain I want to import from. Network neighborhood browses to the domain fine. But my dropdown list only shows three domains. Is there anyway I can define this value or force service desk to show all available domains? Any help would be appreciated.
Missing service ApacheApplicationsManager2?
Hi all, I installed ManageEngine Applications Manager 7 on a Win2003 machine as a service. When I reboot the server, I obtain the following error in the Event Viewer: Event Type: Error Event Source: Service Control Manager Event Category: None Event ID: 7003 Date: 11/06/2007 Time: 13.59.44 User: N/A Computer: CKWAUTOD01 Description: The ManageEngine Applications Manager2 service depends on the following nonexistent service: ApacheApplicationsManager2 --- What can I do to fix it? Why the Apache service
Upgrade problems
We recently upgraded to the latest version of SD+ only for our installation to fail. We haven't been able to get into our system for the past couple of weeks. In desperation we've installed a clean version of SD+ 6 onto our server and planned on importing our data. We've installed everything correcly and the server has started (although hangs when using the program file shortcut - had to do this manually thru the services mmc) but when we try accessing our page nothing is displayed except an IE error
Department List
Hi I have a problem with "Department List" in helpdesk module, when i want to delete one of the departments, fallowing error message appears: "FAILURE :Error occurred while deleting department. Please report the problem to the system administrator, with the Error Code - 1 182 763 993 673. " ps: I`ve cleaned all relations of this department in database Regards Bart
Tasks Error
Greetings I`ve got big problem with subtasks in 6008 version of sdesk. When technician want to close subtask that is assign to him fallowing error appears : HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.rmi.AccessException: SecurityException; nested exception is: com.adventnet.authorization.AuthorizationException: In-sufficient privilege for user {0:ppilipas} to perform the operation
DB question
Greetings Where can I find information about added "additional fields" in inventory and asset module, we need access this records in data base, to compare with db from other software regards
How to: Accepteed request of purchase by boss of employers
We have business rules - Every purchase must be accepted by boss of employers. How to do it with SD?
Need help for doing Survey
Hi SD Support, I need help regarding the survey. I want to send a survey to all the requestors irrespective of they have logged the call or not. hope u understand the scenario. Thanks Saju
SD6 has come out good but many things still left out.
Hi, I must say that SD6 has come out good but many things are still left out. We would like the option to add attachments at least in the form of images or files to a purchase order to show the quotations received and the reference to those quotations. Well i know you are working on the same and hope that the update would be released soon. Would be good if you can provide a work around till then. I have asked about this before but looks like, you guys didn't get it right. We have a 5 tech license.
Local time
I would like to see all request related times appears as local independent on server time zone settings.
Reply button
Hi, I would be nice it servicedesk would have a reply button in requester's view of the tickets. Right now the only way a user can add a message to a ticket's conversation is to reply the e-mail. Thanks. Gabriel Gearip
Skip Notification check box on requests
It would be nice to have an option to skip notification when editing a user's request. Sometimes when you're just adding notes or filling in fields the user overlooked there is no reason for the user to be emailed. Thanks Greg
Request List View
Add Sub Category and Item to the Request List view. Right now you are only able to see Category.
adding a task
i understand in the new version you can create a task and assign it to another technician, this is great but the only problem that i see is it would be much better to have the task show up in there request list and not on the tasks page, this means that a technician now has to monitor both places, is there any chance this can be chaged, thanks Ryan
Templates
When you are creating a Template is there any restrictions from the free verison of service desk plus 6 than the one that costs. I have created a couple of templates but all the fields are the same.
Rmote Desktop Access - GPL tool
As you know, a long awaited feature in SD+ would be direct remote desktop access from inside SD+. This could be done enabling a clickable link on requestor's Workstation name, launching a definable application for remote desktop control. Browsing the Web I stumbled upon this very interesting solution based on VNC (widely adopted): http://www.uvnc.com/pchelpware/ I think it's worth investigating, it may add a precious tool to Helpdesk tech people and it could be pretty easy to integrate with SD+.
"View all conversations" problem
Hi everyone, We just applied patch 6009 and so far it's resolved the duplicate email issues and a few other bugs we noticed. Thanks! However I see a different problem now. I don't think it was in place before the patch, but since we don't use this feature a lot I'm not 100% sure if it hasn't been a bug for a while. We have two templates setup. One is to notify the group "IT" when a ticket is added, and the other is to email the requester when the ticket is closed. Closing the ticket shows up as a
IIS
When will SD work with IIS? there are plenty of MS users that really need this ported over to IIS so we can have mutiple HTTP servers running on 1 server and not have users go to a certain port for it. any dates?
SDP7 Beta
Can I contune using SDP 7 Beta using the license of SDP 6?
Custom Report
Hi all, I am looking for a report that will display all the jobs closed in the past month. Needs to show me Title, Requester, Date requested and Date closed. Anybody help? Kind regard George
SD6 Custom Views
I'm trying to create a custom view that shows any of my requests that are not closed and any that haven't been assigned to a technician and this doesn't appear to work. Has anyone else had trouble or success with this kind of view? Thanks. Heather
New status & escalations
According to our business process we need three different escalations: 1) Request is creating in status OPEN. First escalation goes when ticket is still unassigned. It IS possible in current version of SD+, we know. 2) IT Coordinator assigns request to technician still in status OPEN. If request is still OPEN (or may be it is ANOTHER status - "TO DO") for a specified time and technician have not changed status to "IN PROGRESS" - another escalation 3) If request is in status "IN PROGRESS" (i.e. -
additional and different fields on templates
We use templates for different requests. We would like to have different fields appear on different templates. As an example. ask 3 questions on a template request but have each template ask different questions that are pertaining to the template type. The template for "network access" template would ask different questions(fields) than the template for a software update requests. The additional fields appear on all requests and can't be eliminated selectivly.
description field contents
Is it possible to "freeze" or lock the contents of the description field in a template so the requester can only add to the field and not remove information. We want to ask questions using the description field and have the requestor answer the questions and not remove the questions. Each template would ask a different set of questions depending on the template.
New Requesters
I noticed that if I type in a new requester in a new request, it will ask me if I wish to add a new requester as part of the process of creating the request. That is fine. But the question dialog response is "OK" or "Cancel". It should be "Yes" and "No". The YES should first take you to the new requester screen to enter all their details, just like any other helpdesk you may have called for the first time, they want to know who you are and enter that info in first. THEN you should be taken to the
'The file you have chosen is not compatible with this produc
Hi, I downloaded the file for the upgrade to 6009. I am currently using release 6008 and have seen teh bugs that this fixes. I follow all instructions and I get the error message. 'The file you have chosen is not compatible with this product' Can you help? Thanks as always
Asset & Workstation Import
Hi I have a list of PC/laptop assets in a spreadsheet that i am going to import as a CSV into SD+. I have also had SD+ running an inventory scan for a week or two and now have a (nearly) complete list of all workstations. Is there a way to link assets to workstations in a batch using a unique reference such as computer name (for example)? Otherwise we will have to go through each workstation and assign an asset for each which will be v. time consuming THanks
Import additional workstation field values using CSV?
Hi, My workstations are scanned in and I've added additional fields for my workstations. Is it possible to scan in values for these additional fields using CSV, similar to what you can do with assets? Thanks, Robin
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